Customer: EKETA / HIT
Duration: October 2003 – February 2004

The research project involves the measurement of a series of quality/performance indicators, supporting OASA in the process of monitoring and improvement of the quality of the services provided to the passengers. This goal will be achieved through the implementation of the following three stages:
Stage 1:The quantification of the quality indicators commonly accepted and measurable by all three OASA affiliates (ETHEL S.A. (thermal busses), ILPAP S.A. (trolleybuses) and ISAP S.A. (Metro Line 1)).
Stage 2:The design and development of an Integrated System for the Monitoring and Assessment of the OASA Passenger Services Quality.
Stage 3:The support of OASA in the organization of the best procedures for the collection and archiving of the necessary data involved in the quantification of the indicators defined at the Integrated System and thus in the flexible “maintenance” of the quality control process in the future.
The first stage of the project, which started in June 2003, involved the quantification of the following indicators:
• Service reliability:
• Timetable keeping accuracy
• Cleanness:
• Convenience in the tickets purchase and validation
• Mean velocity of busses and trolleybuses
• Bus lane efficiency
For the quantification of the above indicators, the research team of HIT and in full cooperation with the officers of OASA, carried out the following:
• Designed the necessary activities for the data collection (measurement plan, surveyors schedules).
• Formulated the Methodology for the indicators measurement, which includes the detailed description of the indicators and their calculation process (mathematical equations).
• Produced the necessary questionnaires and data collection forms.
• Developed a comprehensive Database for the importing of the raw data, analysis of the data and quantification of the indicators.

Role of TREDIT:
– Quantification of the indicators commonly accepted and measurable by all three OASA affiliates (ETHEL S.A. (thermal busses), ILPAP S.A. (trolleybuses) and ISAP S.A. (Metro Line 1)
– Design and development of an Integrated System for the Monitoring and Assessment of the OASA Passenger Services Quality
– Support of OASA in the organization of the optimum procedures for the collection and archiving of the necessary data involved in the quantification of the indicators defined at the Integrated System and thus in the flexible “maintenance” of the quality control process in the future